Refund policy

Last updated: July 26, 2026

Thank you for purchasing from Old Salty Mill. Because many of our products are handmade, engraved, cut, assembled, customized, personalized, digitally delivered, or produced specifically for an individual customer, return eligibility depends on the type and condition of the product purchased.

Please read this policy before placing an order.

1. Business Information

Old Salty Mill
4222 Catherine St.
Panama City Beach, FL 32408
United States

Email: info@oldsaltymill.com
Website: oldsaltymill.com

2. Important Custom-Order Notice

Custom and personalized products cannot be returned or exchanged.

We do not accept returns, exchanges, or cancellations for custom-made or personalized products after design or production work has begun.

This includes products made, engraved, cut, printed, assembled, or modified using customer-selected information, including:

Names
Initials
Dates
Photographs
Logos
Business names
Messages
Custom wording
Customer-supplied artwork
Requested colors
Requested materials
Customer-selected dimensions
Custom layouts
Custom shapes
Custom designs
Special-order materials
Products made to fit a particular space, object, machine, or use
Any other product manufactured specifically for the customer

Custom and personalized products are produced specifically for the purchaser and generally cannot be restocked or resold.

A custom or personalized product may still qualify for a correction, replacement, or refund when:

Old Salty Mill made an error that differs from the approved order;
The product arrived materially damaged;
The product has a substantial manufacturing defect; or
A refund or replacement is otherwise required by applicable law.

Customer-supplied spelling, measurements, dates, artwork, wording, and design instructions are not considered Old Salty Mill errors.

3. Return Period for Eligible Standard Products

Eligible non-custom, non-personalized physical products may be returned within 14 calendar days after confirmed delivery.

To qualify for a return, the product must be:

Unused
Uninstalled
Unaltered
Unwashed, where applicable
Free from damage caused after delivery
In substantially the same condition in which it was received
Returned with the original packaging, components, accessories, and instructions when reasonably available
Accompanied by proof of purchase

A return request must be approved before the product is mailed or delivered back to us.

The Federal Trade Commission advises online shoppers to review how long they have to return an item, who pays return shipping, and whether fees apply. This policy supplies those terms for Old Salty Mill purchases.

4. Items That Cannot Be Returned

Unless defective, damaged upon arrival, incorrectly produced by Old Salty Mill, or required by law, we do not accept returns or exchanges for:

Custom-made products
Personalized products
Engraved products
Products cut to customer-selected dimensions
Products containing customer-supplied artwork
Special-order products
Made-to-order products after production begins
Digital downloads
SVG, DXF, image, template, and project files
Activated software
Downloaded software
Software license keys
Microsoft Store purchases governed by Microsoft’s refund process
Subscription charges for a completed billing period
Gift cards
Clearance items marked “Final Sale”
Items damaged through misuse or improper care
Items modified, refinished, painted, assembled, installed, engraved, cut, sanded, or otherwise altered after delivery
Items returned without prior authorization
Items returned after the applicable return period

5. Custom-Order Proofs and Customer Approval

When a design proof is provided, the customer is responsible for reviewing:

Spelling
Names
Dates
Measurements
Layout
Orientation
Artwork
Logo placement
Material selection
Color selection
Quantity
Other customization details

Approval authorizes Old Salty Mill to begin production based on the approved information.

After approval and production begins:

The order cannot normally be canceled.
The design cannot normally be changed.
The product cannot be returned because the customer later prefers different wording, dimensions, artwork, or placement.

Old Salty Mill will correct a product when the finished item materially differs from the approved proof due to our error.

6. How to Request a Return

Before sending any product back, email:

info@oldsaltymill.com

Use the subject line:

Return Request – Order #[ORDER NUMBER]

Include:

Full name
Order number
Email address used for the purchase
Product name
Date received
Reason for the return
Photographs when the item is damaged, defective, or incorrect
Whether you are requesting a return, replacement, exchange, or another resolution

We will review the request and provide instructions when the return is approved.

Do not send a product back without authorization. Unauthorized returns may be refused or returned to the sender.

Shopify allows merchants to publish return rules and process approved returns and refunds after returned merchandise is received and inspected.

7. Return Authorization

Approval of a return request does not guarantee a refund.

The returned product must still:

Arrive within the time stated in the authorization;
Match the authorized product;
Meet the eligibility requirements in this policy; and
Pass inspection after receipt.

Return instructions may include:

The return address
Required packaging
The return deadline
Whether tracking or insurance is required
Whether Old Salty Mill or the customer is responsible for shipping costs

8. Return Shipping Costs

For an approved return based on customer preference, the customer is responsible for:

Return shipping charges
Packaging costs
Optional insurance
Any carrier fees
Any loss or damage occurring during return transit

Original shipping charges are not refundable unless:

Old Salty Mill shipped the wrong product;
The product arrived materially damaged;
The product has a qualifying defect;
We expressly agree otherwise; or
Applicable law requires reimbursement.

When a return results from an Old Salty Mill error, we may provide:

A prepaid return label;
Reimbursement for reasonable authorized return shipping; or
Another return or replacement method.

Do not use collect-on-delivery shipping.

9. Packaging Returned Products

Customers must package returns carefully to prevent damage.

When possible:

Use the original packaging.
Protect finished surfaces.
Secure loose components.
Use a sturdy shipping container.
Include the return authorization or order number.
Use tracking.
Consider insurance for valuable products.

Old Salty Mill is not responsible for return packages that are lost, stolen, misdirected, or damaged before delivery to us.

10. Inspection of Returned Products

After an approved return is received, we will inspect it.

We may reduce or deny a refund if the product:

Shows use beyond reasonable inspection;
Has been damaged after delivery;
Is missing parts or accessories;
Has been altered;
Was improperly packaged;
Is not the authorized item;
Contains customer-added engraving, paint, stain, adhesive, hardware, or other modifications;
Is returned outside the approved period; or
Does not otherwise meet this policy.

We will contact the customer if the return does not qualify.

11. Refund Method

Approved refunds are generally issued to the original payment method.

Depending on the circumstances and payment provider, a resolution may consist of:

Refund to the original payment method
Replacement
Exchange
Repair
Remake
Store credit
Partial refund
Replacement component

We will not substitute store credit for a refund that is legally required unless the customer agrees or the law permits it.

Shopify returns refunds in the currency used for the original transaction.

12. Refund Processing Time

After an approved return is received and inspected, we aim to process the refund within 7 business days.

The customer’s bank, card issuer, Shopify, PayPal, Microsoft, or another payment provider may require additional time to post the refund.

The FTC notes that, for many payment methods, a seller generally must issue an eligible refund within seven business days after accepting the return.

If a refund has been approved but does not appear after the payment provider’s normal processing period:

Check the original payment account.
Contact the bank or card issuer.
Contact us at info@oldsaltymill.com.

13. Exchanges

Eligible standard products may be exchanged when:

The exchange request is made within the 14-day return period;
The product meets all return conditions; and
The requested replacement is available.

Custom and personalized products cannot be exchanged unless Old Salty Mill made an error or the product arrived damaged or materially defective.

The customer may be responsible for:

Return shipping
Shipping of the replacement
Any price difference
Applicable taxes

If the replacement costs less, any approved difference will be refunded according to the original payment method or another agreed method.

14. Damaged Products

Inspect the product promptly after delivery.

Report shipping damage within 7 calendar days after delivery by emailing:

info@oldsaltymill.com

Use the subject line:

Damaged Order – Order #[ORDER NUMBER]

Include:

Order number
Description of the damage
Photographs of the product
Photographs of the shipping box
Photographs of internal packaging
Photograph of the shipping label
Whether the package appeared damaged at delivery

Keep all packaging until the claim is resolved. The carrier may require photographs or inspection.

Depending on the circumstances, we may:

Repair the product
Replace the product
Remake the product
Send replacement components
Issue a partial refund
Issue a full refund
Open a carrier claim

15. Defective Products

A manufacturing defect is a substantial problem caused by the materials or production process that prevents the product from reasonably functioning as described.

A defect does not ordinarily include:

Natural wood-grain variation
Knots or mineral markings
Normal differences in handmade products
Minor color differences
Slight dimensional tolerances
Expected laser-darkening or edge coloration
Normal tool marks consistent with the product
Damage caused by improper care
Damage caused by water exposure
Damage caused by dishwashers
Damage caused by outdoor exposure when not rated for outdoor use
Damage caused by modification or installation
Damage caused by misuse

Report a suspected defect within 14 calendar days after delivery, unless a written product warranty provides a longer period.

16. Incorrect Products or Old Salty Mill Errors

You received the wrong product;
The quantity is incorrect;
Personalization differs from the approved order;
A component is missing; or
The product materially differs from the order due to our error.

We may request photographs or return of the incorrect product.

When Old Salty Mill is responsible, we will provide a reasonable correction without charging additional standard shipping costs.

17. Lost or Missing Deliveries

A return policy does not replace our obligations concerning products that were never delivered.

If a shipment is missing:

Check the tracking information.
Confirm the shipping address.
Check around the delivery location.
Ask household members or neighbors.
Contact the carrier.
Notify Old Salty Mill.

When merchandise cannot be shipped within the promised timeframe, federal rules generally require the seller to obtain the customer’s consent to a delay or provide a refund for the unshipped merchandise.

18. Order Cancellations

Standard Products

A standard product order may be canceled before shipment when:

Fulfillment has not been completed;
A shipping label has not been used; and
Cancellation remains operationally possible.

Custom and Personalized Products

Custom and personalized orders may be canceled only before design or production work begins.

Once any of the following begins, the order cannot normally be canceled:

Custom design preparation
Proof preparation after customer-supplied specifications are received
Material cutting
Engraving
Printing
CNC machining
Laser cutting
Assembly
Finishing
Special-material ordering

If cancellation is approved after chargeable custom design work has begun but before production, Old Salty Mill may deduct reasonable completed design or material costs where disclosed and legally permitted.

19. Digital Downloads

Digital products are generally nonreturnable and nonrefundable after:

The download link is delivered;
The file is downloaded;
Access is granted; or
The digital product is otherwise made available.

Digital products include:

SVG files
DXF files
Templates
Documentation
Design files
Project files
Image files
Other electronic downloads

The file is corrupted;
The download link does not work;
The wrong file was delivered; or
The product materially differs from its description.

We will first attempt to correct the problem by providing a working or corrected file.

20. Software Products

Old Salty Mill Software Products are generally nonreturnable and nonrefundable after:

Download;
Installation;
Activation;
License-key delivery;
Trial activation;
Substantial use; or
Access to licensed functionality.

Exceptions may apply when:

The wrong software product was delivered;
The license cannot be activated because of an Old Salty Mill error;
The software is materially defective and we cannot provide a reasonable correction;
The applicable marketplace authorizes a refund; or
Applicable law requires a refund.

Compatibility problems caused by unsupported hardware, an unsupported operating system, third-party software, modified systems, or failure to review published system requirements do not automatically qualify for a refund.

21. Microsoft Store Purchases and Subscriptions

Purchases made through the Microsoft Store are also subject to Microsoft’s:

Purchase terms
Refund rules
Subscription terms
Trial terms
Billing policies
Cancellation procedures

Microsoft generally controls payment processing and refund decisions for Microsoft Store transactions.

Customers should request a Microsoft Store refund through their Microsoft account or Microsoft’s designated support process.

Old Salty Mill may assist with product information but cannot guarantee approval of a refund controlled by Microsoft.

22. Subscription Cancellations

Canceling a subscription generally stops future renewal charges.

Unless required by law or approved by the billing provider:

Cancellation does not retroactively refund a completed billing period.
Access may continue until the end of the paid period.
Partial-month refunds are not ordinarily provided.
A free trial must be canceled before the disclosed trial deadline to avoid renewal charges when automatic conversion applies.

Locally created customer files will not intentionally be deleted solely because a subscription ends.

23. Sale and Clearance Items

Products marked Final Sale cannot be returned or exchanged unless:

Damaged during shipping;
Materially defective;
Incorrectly supplied by Old Salty Mill; or
Applicable law requires a remedy.

Other sale items may be returned only when the product listing expressly states that returns are permitted.

The FTC notes that sale and clearance merchandise may have different return conditions, making clear disclosure important.

24. Gift Cards

Gift cards cannot be:

Returned
Exchanged for cash
Refunded
Replaced if lost or stolen

Exceptions apply where required by law.

Products purchased with a gift card may be eligible for return under the normal product rules. An approved refund may be returned to the gift card or issued as store credit.

25. Gifts

When a qualifying product was marked as a gift and shipped directly to the recipient, an approved return may be issued as store credit to the recipient.

When the purchaser received the item and later gave it as a gift, an approved refund will ordinarily be sent to the original purchaser’s payment method.

Custom and personalized gifts remain nonreturnable except for qualifying damage, defects, or Old Salty Mill errors.

26. Restocking Fees

Old Salty Mill does not ordinarily charge a restocking fee for an eligible product returned in original, unused condition.

A reasonable deduction may apply when permitted by law if:

Packaging is missing;
Components are missing;
The product requires cleaning or restoration;
The product has diminished value from customer handling;
Special return expenses were disclosed in advance.

No restocking fee will be charged when the return results from an Old Salty Mill error or qualifying defect.

27. Refused and Undeliverable Shipments

If a shipment is refused or returned because of an incorrect, incomplete, or undeliverable address:

Original shipping charges may not be refundable.
Return shipping charges may be deducted.
Additional shipping may be required for reshipment.
Custom and personalized products remain nonreturnable.
Any remaining refund will be determined after receipt and inspection.

If the address error was caused by Old Salty Mill, we will correct the issue without charging additional standard shipping.

28. Chargebacks and Payment Disputes

Fraudulent or abusive chargebacks may result in:

Suspension of software access
Cancellation of unfulfilled orders
Collection efforts
Submission of order, delivery, approval, license, or communication records to the payment provider

Nothing in this section limits a customer’s lawful right to dispute unauthorized or improperly handled charges.

29. Florida Refund-Policy Notice

Florida law requires retail establishments that offer no cash refund, credit refund, or merchandise exchange to conspicuously disclose that policy at the point of sale. This policy provides returns for certain eligible standard products but clearly excludes custom, personalized, digital, activated-software, and specified final-sale products.

Nothing in this policy limits a right or remedy that cannot legally be waived.

30. Policy Abuse

We may reject a return or restrict future transactions when there is evidence of:

Return fraud
Product switching
False damage claims
Repeated unauthorized returns
Abuse of digital downloads
Unauthorized software copying
Chargeback abuse
Alteration intended to create a defect
Violation of our Terms of Service

Any decision will remain subject to applicable law.

31. Changes to This Policy

We may update this Return and Refund Policy to reflect changes in:

Products
Software
Payment providers
Store operations
Shipping services
Legal requirements
Shopify features

The policy in effect when the order is placed will generally govern that order, except where applicable law requires otherwise.

32. Contact Information

For returns, exchanges, damaged products, or refund questions, contact:

Old Salty Mill
4222 Catherine St.
Panama City Beach, FL 32408
United States

Email: info@oldsaltymill.com
Website: oldsaltymill.com

Suggested subject lines:

Return Request – Order #[ORDER NUMBER]
Damaged Order – Order #[ORDER NUMBER]
Incorrect Product – Order #[ORDER NUMBER]
Digital Product Support – Order #[ORDER NUMBER]